Analyse low-rated reviews to identify recurring complaints and operational issues.
Recurring complaints across multiple reviews point to operational issues rather than isolated incidents. By analysing low-rated reviews and identifying common themes, you surface these issues to the relevant departments and address them at the source — reducing negative reviews over time.
This guide walks you through filtering reviews by rating, tagging recurring themes, and sharing actionable insights with the teams that own those processes.
Track the impact of proactive review requests on review volume and average rating over time.
Review team responses to ensure quality and consistency with brand guidelines.
Summarise review volume, average rating, and sentiment trends as a reputation health report for leadership.
Go to Birdeye's analytics view and filter reviews by rating (3 stars and below) over the last 90 days.
Read through the flagged reviews and note any recurring word or theme (e.g. 'slow response', 'documents', 'renewal process').
Use Birdeye's theme or keyword tagging feature, if available, to quantify how often a specific theme appears.
If a theme appears repeatedly, identify which department likely owns that process.
Share the theme and supporting review examples with the relevant department.
You filter reviews rated 3 stars and below over the last 90 days and find [number of reviews matching filter] reviews. Reading through them, you notice [number of reviews mentioning renewal] reviews mention 'renewal process', 'renewal documents', or 'renewal delay'. You apply the keyword tag 'renewal' in Birdeye and confirm [number of occurrences] occurrences. You identify that [department name] owns the renewal process. You share a summary: **Theme:** Renewal process delays **Frequency:** [number of reviews] reviews ([percentage]% of low-rated reviews) **Supporting examples:** - [Example review excerpt [value]] - [Example review excerpt [value]] - [Example review excerpt 3] You send this to [department contact] with a request to review the renewal workflow.
Review all reviews rated 3 stars or below over the last 90 days. Identify the most common recurring theme or complaint, and list the specific reviews that mention it as supporting examples.
Share recurring complaint themes with other departments to address operational issues at the source.
Measure the impact of operational improvements on review sentiment and ratings.